Naval Vaswani

C-103, Naz plaza, Saddar Karachi

Cell: (+92) 300-2237927 , Email: imvaswani@gmail.com
OBJECTIVE
To pursue my professional career with a dynamic organization at Senior Management level and grow
with the growth of organization by capitalizing upon my skills, strengths, abilities and experience
SUMMARY OF COMPETENCIES

Visionary, committed, dynamic & accomplished professional with 15+ years of diversified
professional experience and qualification of MBAs and Engineering
Pro-active thinker, Solution-driven, focused on achieving results in competitive environments
demanding continuous improvement and achieving organizational efficiencies
Strong Analytical, Planning, Problem Solving and Organizational skills , excellent Customer
relations, Sales and Marketing skills with strong business & commercial acumen
Strong business acumen & experience with drive and commitment to exceed targets, business
Plan, go-to-market plans, good in Contract Negotiation & Management, excellent negotiator,
presenter and trainer
Extensive & diversified experience of Customer Care, Sales, distribution, vendor & supply chain,
technical Management, trainings, team building, strategic and business plans execution

CAREER HISTORY
Country General Manager- American Flex -Pakistan
March 2014- till date
Focus Areas & Summary of accomplishment
Customer servicesImproved Service delivery for warranties, Repairs & return.
Business Development, Sales & Marketing -Initiated the project for Customer intimacy, quality
services through Team development & Motivation , conducted sales analytics and initiated the
project of corporate Branding, Product promotions and retail sales
Streamlined Supply Chain & Inventory management
Process Improvement- Conducted Gap Analysis, developed SOPs & SLAs
HRD & Employee engagement: Developed the JDs, KPIs, set Targets and system for monitoring
& rewarding achievements, employee engagement ,trainings &recreational Events, get-together
Automation: Initiated a project of IT For business, software for inventory, sales etc is installed
and revamping of web portal, social media buzz creation , email & SMSs alerts etc are under way
Development of retail network
Manager HRBP , Administration and Services
May 2012 to Jan , 2014
PTCL-Pakistan Telecommunication Company Limited
Accomplishment
Business Analysis; Conducted Performance analysis of business at region/zone- Periodically
Process Improvement: Redesigned, developed & implemented support services processes/ SOPs
standards and monitoring mechanism, regional inventory Management process
Customer Service- Planned, established and implemented Employee Facilitation Centre and Help
Desk- first even project in the company of one window solution for 4000+ staff at 70+ locations
HR Planning: Conducted work Load Analysis, manpower rationalization/optimization for Sales,
Operations and revenue collection departments at Karachi, developed HR Calculator which was
adopted countrywide
Capacity Development: Conducted TNA, Trainings & workshops for Customer care & Service
uplifting , motivation, Soft skills, management, Operations, Technical tools, Leadership/ Strategy
Employer Branding and Talent Acquisition: Successfully planned & conducted the employer
branding activities for acquisition of talent at 04 technical universities and 06 business schools
Health, Safety & Environment (HSE)-Developed a proposal and Policy document for Health, Safety
& Environment (HSE) for Karachi
Optimization of resources and SOPSs for services to the internal customers including fleet, space,
IT, medical etc
Recreational Events at BZ South: Successfully arranged several employee engagement activities
like Fungalas, Sports events, get-togethers etc. at BZ South

 Manager Customer Care & Business Development

July 2011 to May 2012
Pakistan Telecommunication Company Limited
Summary of accomplishment & Focus Areas
Business Development: Won orders of bulk business of around 25K+ PSTN and 6K+ Broadband
connections, Arranged BTL activities, and Acquired and developed 03 New Channel partners
Won several corporate account like ICAP, ABAD (Association of Builders & Developers) etc
Corporate Customer care: Liaison with trade & industrial associations for timely and quality
services, established mini service centers at offices of KCCI, KATI, SITE, FBAIT, PTA, NKATI etc
Conducted Sales Analysis, market research , Interviews & Hiring of staff on 3rd party outsourced
BPOs and coordinated with Distributors and channel partners
Worked for opening of 100 customer centers in city. Developed and presented the plan
Conducted Trainings for Customer care, Soft skills, and sales for 100+ staff, vendors, channel
partners and franchise network owners
Senior Manager Customer Care & Sales
Jan 01, 2011- June 30, 2011
Pakistan Telecommunication Company Limited
Summary of accomplishment & Focus Areas
Customer Services Centers Management: Successfully managed 25 customer centers in Karachi,
taken initiatives of uplifting the services at customer care touch points by focusing on People,
Processes and Physical outlook .Upgraded 07 customer care into flagship customer care centers
Capacity Development : Planned, designed and conducted capacity building training for Customer
care teams on soft skills and ICT tools upto Manager Level for customer centric culture
Customer services analysis; Conducted analysis for revenue collections, complaints, churn, new
business and closures. Worked closely with different functions for services improvement
Service Audit & Mystery Shopping: Regularly visited customer care centers physically, arranged
mystery shopping to audit the service delivery & ensure the compliance of SOPs and polices
Customer Satisfaction Survey: Conducted several satisfaction survey (CSI)
Monitor customer services processes and quality and redefine processes to facilitate consumers
Gap Analysis ; Conducted Gap Analysis and taken action for service improvement
Conducted Trainings for Customer care, Soft skills, and sales
Project Manager
Sep 2010-Dec 2010
Pakistan Telecommunication Company Limited
Accomplishment
Vision & Leadership: Founding thought leader and Team Lead for Planning , designing ,
developing and implementation of Direct sales at BZ Karachi Including JDs, KPIs , Trainings ,
Processes , Monitoring , incentives etc for teams
Operation Management : Managing Direct field sales team of 120 sales agents, 08
supervisors/managers
Team Development : Formed & developed teams for operational success, conducted trainings
Timely Service Delivery: Coordinated with Operational departments for timely service provision
Conducted several road shows, BTL activities and sales camps
Target Achievements: Achieved the sales orders of more than 14K from the 03 Exchange areas
Institutionalizing the Success: The project adopted companywide in whole country
Capacity development of teams by trainings etc
Manager Commercial
May 2009 to August 2010
Pakistan Telecommunication Company Limited
Summary of accomplishment & Focus Areas
Initiatives: 1. Planned executed and developed the sales structure for direct sales & Marketing 2.
Designed and developed Telesales department 3. Launched EVO wireless internet 4. Developed
retail sales network of 350 retails shops 5. Atomized EVO services 6. Relationship building with
trade & industrial associations
Successfully managed a team of more than 350 people and activities in sales and service
Surveys & Feedbacks: Conducted different surveys on customer satisfaction, service quality,
Product demand, customer churn, field drive tests of companys products
Performance: Star Performer and Star Team Lead for direct sales
Operational Excellence: Designed, developed& executed BTL campaigns at Business Zone south.
General: Sales Generation & Management and Periodic sales Analysis
Conducted Trainings for Customer care, Soft skills, sales and technical tools for teams, touch
points, vendors and partners

 Manager Customer Care Centre

Jan 2008- April 30, 2009
Pakistan Telecommunication Company Limited
Summary of accomplishment & Focus Areas
Initiatives: 1.Designing & successfully execution of customer services as One Stop Shop
2.Improved services by collaboration, team building & proactive planning 3. Conducted customer
satisfaction survey
Achievement : Best Service Centre in South for consecutive 12 Months and earned Star
Performer and Best Customer Care Manager for consecutive 12 months
Closely working with different functions for services delivery & improvement

Assistant Divisional Engineer

Dec 09, 2002- Jan 2008
Pakistan Telecommunication Company Limited
Summary of accomplishment & Focus Areas
Successfully Managed Telecom Projects Delivery of quality services to corporate customers
Management , Operation & Maintenance of Telecom Installation Management, Operation and
maintenance of International Gateway exchange, International Transmission & Maintenance
Center, International & Domestic Satellite earth stations, International submarine Optical Fiber
cables (SEMEWE3 & SEMEWE-4) Coordination with vendors for installation and maintenance
Periodical reports generations, trend analysis for services breakdowns, Capacity utilization analysis ,
traffic analysis , capital projects,
Manager Operations & Faculty member
Feb 2000-Nov 2002
Lincoln Institute of Computer & Management Sciences
Summary of accomplishment & Focus Areas
Successfully managed the center , increased the students intake by 62%
Imparted trainings on various subjetcs
Member Syllabus committee (Skill Development Council & Sindh Board of Technical Education)
Editor Monthly Mag: Arranged several workshops, IT Projects competition, Sport gala etc.
Sunrise Systems Pvt Limited ( LG Electronics)
Feb 1999- Jan 2000
Marketing & Technical Support Executive
Summary of accomplishment & Focus Areas : Marketing of company Products, Technical support to
sales Team, Exhibition of company products at Different roadshows
Trainee Engineer- SZATEL Data Com
August 1998- Jan 1999
Responsibilities:
R&M of LAN, WAN, Radio Modems, routers etc and supply systems of WAN Equipment
HONORS & AWARDS FOR PROFESSIONAL EXCELLENCE
1. Appreciation Process innovation One windows
2. Strategic unit formation for data
solution center-Help Desk 2013
management & decision making 2013
3. Champion of Operational excellence & Optimization 4. Optimization Excellence award 2013
2013
5. Appreciation certificate -Bulk Business 2012
6. Appreciation certificate -Business development
2011
7. Performance appreciation - Zone 2010
8. Appreciations - Highest Sales 2009
9. Best sales Manager Karachi 2009
10. Nominated for Presidential award for 2008
11. Star Performer at Customer care center for consecutively 12 Months- 2008
PROFESSIONAL AFFILIATIONS
2. Director , Board of Directors LUMS ALUMNI
2014
3. SHRM Forum Pakistan-Management Lead
4. Project Management Institute PMI Karachi
5. Member, Pakistan Engineering Council
6. Professionals Forum Pakistan- President
8. Service Quality Checker-International Service
7. TiE & INJAZ Pakistan-Mentor , Judge and Trainer
Check
9. Organizer-International Service Excellence & CEM Conference ( Nov 14, 2014)
1. Harvard Business Review-Advisory Council Member

 TRAININGS IMPARTED
Current Trainings
National Bank of Pakistan, (NBP), SMEDA, Helix Pharma, Sybrid, Injaz-Aman Foundation,
SZABIST, MAJU, Preston University, UIT: Services Marketing, Sales Management,
Organization behavior. Organizational Development, Entrepreneurship,
Marketing
Management , Project Management, Motivation, Customer Care, Creative Thinking, Sales,
Uplifting services etc.
TRAININGS ATTENDED
Attended more than 50 trainings and few of them are
01. One day workshop Managing the Future by Roger Harip,
Rohit Talwar and Dr. Jose lous cordeiro

8. 04 Days SAP - ERP system

2. One day on Uplifting services by Ron Kauf Singapore

9. Project Management Institute PMI Karachi

3. One day workshop on Debono Thinking Systems -Fostering

Creativity & ownership for Business excellence by Dr. Suneel Gupta

10. One Day workshop on distribution & Supply

chain Management by Intel Pakistan

5 Days Conference at UK- Future of Wireless at Cambridge

University, Cambridge UK

11.Two day training workshop on Career

Compass by Dr. Aziz Rab sb
12. Business Law, Corporate Governance,
Business modeling

6. Creative Leardership-48 Hours training by Dr. Javed Leghari

13. 06 Days Training on CRM (Siebel) by IBM

7. 04 days Project Management Workshop PMI Karachi

14. Seven moths Trainings on Telecom Networks

at Telecom Staff College Haripur

4. One Day Workshop on Emotional Intelligence by Octara

LANGUAGES
English, Urdu & Sindhi Excellent (Read, Write and speak)
Regional Language Can Speak and understand ( Siraiki, Punjabi, Gujrati and Hindi)
EDUCATION

Master of Business Administration ( MBA)

Lahore University of Management Sciences (LUMS)
Master of Business Administration ( MBA)
(SZABIST) Karachi
Bachelor Of Engineering (Electronics),
Mehran University of Engineering & Technology, Pakistan
MS-PhD (Customer experience Management & Service Excellence)
SZABIST Karachi

REFERNCES
Will be provided when required

2010-2012
2005- 2007
1993 1998
In Progress